Commercial Lines - Branch Operations Manager

Title: Branch Operations Manager 

Welcome to Insurance Office of America – one of the nation’s largest and premier privately held insurance agencies! Recognized as a Top Workplaces USA Award winner, IOA’s commitment to both a rewarding culture and employee satisfaction is unwavering. Prioritizing a strong work/life balance, personal and professional growth, competitive benefits, and giving back to our community aren’t just clichés here – they’re a part of who we are. With a growing workforce and over 60 office locations across the US and Northern Ireland, we can confidently serve our clients with an unmatched standard of excellence.

Want to learn more? Complete the application below and one of our talented recruiters will be ready to answer any other questions you may have.

Job Summary 

Responsible for leadership of all IOA insurance operations management activities within assigned branch, including: Managing operations team performance at branch level; strategic and tactical plan implementation; budgeting and goal setting; reporting; management of W-2 operations team; staff professional development; policy and procedure implementation; human resource management; quality assurance, productivity, and customer service management; participating in producer/agency acquisition and integration; personally serving  as Account Manager for an assigned book of business.  

What You’ll Do: 

• Live and champion IOA core values at all times, demonstrating the highest levels of personal character, integrity, and servant leadership.
• Drive implementation of annual short and mid-term strategic and tactical plans established by Regional President and necessary to achieve identified branch goals and objectives and consistent with Region and Company strategy.
• Actively manage branch level P&L provided by Regional leadership, ensuring assigned direct and indirect costs are controlled and annual financial goals are achieved.
• Understand and manage to annual budget for branch.
• Communicate leadership vision/mission for branch that compliments the larger IOA corporate vision/mission.
• Build, direct and manage a highly qualified operations team within branch, and actively deploy manpower to ensure work volumes are accomplished effectively and efficiently.
• Grow branch by participating in recruitment and on-boarding of qualified Producers and evaluation and integration of agency (Eagle and IOA) merger/acquisition opportunities.
• Make recommendations regarding staff, management, and 1099 personnel actions within branch, including acquisition, disciplinary action, and succession/replacement.
• Directly manage W-2 operations staff within the branch, including communicating expectations, monitoring individual employee performance, coaching and counseling, and taking appropriate corrective actions as needed.
• Serve as primary front-line Human Resource manager for branch, working with operational and sales personnel to ensure all HR processes, policies, and procedures are followed and administrative requirements met.
• Establish and communicate productivity, efficiency, quality, and service standards within the branch, and continuously monitors and improves performance.
• Encourage ongoing growth and professional development of all operations personnel within branch.
• Develop the next generation of branch operations leadership, including identifying and preparing succession candidates for Branch Operations Manager/Operations Team Leader/Operations Supervisor roles.
• Actively promote IOA culture at all times, including initiation of and participation in branch level team building and other activities to continuously improve employee engagement.
• Quickly identify gaps and shortfalls in branch performance and proactively develop, communicate, and implement corrective actions to take.
• Continuously monitor and interpret branch performance data and reports (KPIs), and takes appropriate actions based on conclusions.
• Maintain frequent and transparent communication regarding branch performance and activities with Regional Director of Operations and Regional sales leadership team.
• Work effectively with Branch 1099 sales personnel, seeking input and developing win-win solutions to any operations-related process, service, quality, or personnel issues.
• Spend 50% of time as Account Manager for an assigned book of business, and meet all performance expectations regarding production, quality, and service associated with that book.
• Develop, implement, improve, and ensure compliance with core work processes throughout the branch, including identifying and adopting best practices.
• Lead implementation and enforcement all company work rules, standards, and policies and procedures in branch.
• Maintain high degree of technical competence and